Director Customer Care, Operational Excellence
Position Summary & Responsibilities
Who We Are
The Farmer’s Dog was born from a mission to change the landscape of pet health, providing dogs and their humans with honest, smart, and simple care. We’re starting by radically improving the $90 billion pet food industry, replacing bags of highly-processed pellets with a personalized subscription service that sends complete and balanced, freshly-made dog food directly to customers’ doors. Our ultimate goal is to create innovative, delightful and personalized experiences across all aspects of pet care, and we believe our direct-to-consumer business model, holistic approach to growth, and dynamic culture uniquely position us to shepherd this backwards industry into the future.
To date, The Farmer’s Dog has delivered over 1 billion meals nationwide and raised over $150M in funding to help us build a company as healthy as the dogs who are eating those meals. Join us as we continue to develop ways of bringing peace of mind to customers, health to their companions, and much-needed change to the way people feed and care for their pets.
#LongLiveDogs
What We Stand For and Where You’ll Come In
Are you a forward-thinking leader looking to join a rapidly growing organization? Are you passionate about building and developing teams and processes? Do you enjoy working for an organization with an impactful mission and great culture? Then this may be the opportunity for you! We are looking for a Director, Operational Excellence leader to join our growing team! In this role, you will lead a number of key functions that are critical to The Farmers Dog in delivering an unrivaled customer experience. Specifically, this role will lead our internal Voice of the Customer program, influencing key leaders and teams such as product engineering, product, marketing, supply chain, retail, and more. In addition, this role will lead our internal Customer Care Insights team (formerly QA), which is focused on providing our operations team with insights to help improve performance when interacting with our customers. This role will also lead our Planning and Workforce Management functions, to ensure we provide an effortless experience to our customers by answering contacts in real-time, while being efficient. Finally, this role will also drive continuous improvement in our digital product by working closely with product managers on ensuring the customer experience is as easy as possible
Key Role Competencies & Evaluation Highlights
Obsessive customer-centricity, DTC subscription growth mechanics, and operational excellence across perishable supply chains.
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